Preguntas frecuentes (FAQ)

Processing and Tracking Time

The processing time for all products is 3 to 5 business days.

Once your order is ready, we will send you an email with the tracking number when the order has been dispatched from our warehouse.

We appreciate your patience and ask you to check your inbox and SPAM folder.

Shipping Packaging

For logistical reasons, some items from the same order may be sent in separate packages.

Shipping Times (once the order has been processed):

  • Domestic Shipping: 3 to 5 business days.

  • "Skip the Line" Shipping: Priority shipping that takes place on the same day of the order (provided it is placed before 3:00 PM). It has an additional cost and is only available in major cities.

Refund and Replacement Policy

If you received a damaged or defective item, we will replace it at no additional cost for your peace of mind. Please contact us within 48 hours of receiving the product.

We can only offer free replacements if the following criteria are met:

  • The item is defective: damaged, broken, or dirty upon arrival.

  • The package was lost in transit.

Note: AILÉE will not be responsible for products lost due to an incorrect address.
Please ensure all information provided is correct before placing your order to avoid delivery issues.

Cancellations and Right of Withdrawal

You can request a cancellation within the first 24 hours after purchase, at no cost, provided the order has not been dispatched.

If it has already been dispatched, it will be handled as a withdrawal.

Do you wish to make an exchange or withdraw once you have received the product?

You can do so, provided you meet the following conditions:

  • Validity: The process must be requested within 5 business days following the receipt of the package.

  • Product condition:

    • It must not show signs of use.

    • It must have its tags intact.

    • It must be clean and with all its accessories and box in perfect condition.

  • Shipping costs: Shipping and insurance costs are borne by the customer. In addition, the packaging must protect the product so that it arrives undamaged.

Did not receive the confirmation email?

Make sure you entered your email address correctly when placing the order. Also check your SPAM or "Junk Mail" folder, as the confirmation message might be there.

Customer Service

You can contact us at any time via email:
📧 ailee.soporteoficial@gmail.com